Head of Change Management

Role Summary:

This role is responsible for the end-to-end management of Service Delivery functions across the global Managed Services customer base. The incumbent will deliver superior customer experience through proactive delivery, stakeholder alignment, and operational excellence, ensuring SLA compliance, customer satisfaction, and revenue realization.

Duties and Responsibilities

• Manage overall Service Delivery performance across all global customers, ensuring SLA adherence and service excellence.
• Act as the customer advocate, delivering outcomes “through the customer’s eyes” and ensuring expectations are clearly understood and met.
• Drive achievement of key OKRs and KPIs – including SLA compliance, CSAT, quality assurance, cost efficiency, and first-time right Deliveries.
• Lead cross-functional collaboration with Pricing, Design, Finance, Billing, Product, Vendor, Ordering, and Technical teams to ensure smooth delivery.
• Develop and maintain delivery projections (on-time, delayed, or at risk), including their financial impact and revenue forecasts.
• Monitor, analyse, and report on performance trends, risks, and opportunities, providing insights to Customer Success leadership and executives.
• Manage customer escalations effectively and drive continuous improvement and customer satisfaction initiatives.
• Oversee churn management efforts to minimize customer attrition.
• Lead transformation and governance programs for process optimization and automation.
• Build, mentor, and coach a high-performing service delivery team, fostering a culture of accountability, learning, and customer-centricity.
• Partner with HR to hire and develop top talent aligned with organizational goals.
• Champion GCX values, employee engagement, and recognition programs.

Key Performance Indicators

• Customer Satisfaction (CSAT).
• On Time Service Delivery
• Timely Revenue Recognition
• Churn Minimization
• Customer Escalations Management

Qualification & Experience

• Technical Graduate (B.E./B. Tech)
• 15+ years’ experience in customer service or telecommunications; customer service experiences a must.
• Able to work to tight deadlines and produce solid work that is both correct and to a high standard
• Able to demonstrate when required a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements.
• Highly self-motivated and work well under pressure
• Able to learn and adapt to new technologies.
• Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed.
• Experience in working is a service provider environment
• Experience in working with multiple providers and technologies
• Confident English written and verbal communication skills and experience discussing solutions with clients.
• Experience in completing high quality documentation, reporting and Confident presentation skills for internal and client. Proficient in MS office (MS Word and Excel user)
• Experience in digital transformations including ServiceNow platform

Technical Skills

• MS Word and Excel knowledge
• ITIL knowledge, ITIL practitionerV3, or foundation V3, Cisco CCNA certification
• Customer centricity
• Networking or telecoms experience within a global environment
• Experience with reporting tools
• Working experience in a support role (level2/3) in a service provider environment
• Ability to analyse data and transfer into a reporting package/with executive summary
• Working experience in an implementation engineering role in a service provider environment
• Knowledge on Tools like Remedy, ServiceNow